Refund policy

Ruby Hammer Beauty: Returns & Cancellation Policy

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under EU and UK Consumer Contracts Regulations, you have the right to cancel your online purchase within 14 days from the day after you (or a third party designated by you) receive your goods.

• How to Cancel: You can cancel your order by using our Cancel Order button located in your customer account portal, or by emailing our customer support team.

• Return Window: Once you have notified us of your wish to cancel, you have an additional 14 days to safely return the items back to us.

2. Hygiene and Safety Exceptions (Cosmetics)

Due to the nature of cosmetics and beauty accessories, we cannot accept returns or offer refunds on items that have been opened, unsealed, or tested.

For health and hygiene protection under EU and UK law, cosmetics and applicator accessories can only be returned if they remain completely sealed, unused, and in their original, untampered packaging. If an item is returned to us opened or used, we will not be able to process a refund, and the item may be sent back to you.

3. Return Shipping Costs & Instructions

Please Note: The customer is responsible for paying all return postage costs for unwanted items or mind-changed cancellations. Return shipping fees are non-refundable.

How to Ship Your Return:

• Pack the unsealed, unused items securely in their original packaging to prevent damage during transit.

• Include your original order number or return confirmation email inside the package so our team can identify your order.

• Return Shipping Address: Please return your items to the shipping address listed on your original delivery note, or contact our customer support team to receive the correct regional returns depot address.

• We highly recommend using a tracked shipping service or obtaining proof of postage, as Ruby Hammer Beauty cannot be held responsible for return packages that are lost or damaged in transit.

4. Gift Returns

If you received a Ruby Hammer Beauty item as a gift, you can still return it within the 14-day window, provided it meets all hygiene and safety rules (completely unopened and sealed).

• Refund Method: To protect the privacy of the purchaser, refunds for gift returns can only be issued to the original payment method used to place the order. Alternatively, we can issue a digital gift card/store credit to the recipient upon request.

5. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described, your statutory rights apply:

• Within 30 Days: You are entitled to a full refund, repair, or replacement.

• In the case of faulty or damaged goods, Ruby Hammer Beauty will cover or reimburse the return postage costs. Please contact customer service immediately with photographic evidence before shipping the item back.

6. Refunds

Once your return is received and inspected by our team to ensure compliance with our hygiene policy, we will process your refund.

Refunds will be issued to your original method of payment within 14 days of us receiving the goods back (or receiving proof that you have sent them). Please note that standard delivery charges paid at checkout will only be refunded at our basic delivery rate.